Service Level Addendum (SLA)

Updated July 19, 2022

AVAILABILITY 

VNTANA will make commercial reasonable efforts to make the Service available for at least 99.5% of each calendar month. 

Except: 

• During a Maintenance Window,
• Due to causes beyond VNTANA’s reasonable control, or
• Errors made by Customer. 

Maintenance Window means the Service unavailability due to maintenance of which VNTANA notifies Customer at least 48 hours in advance via email. 

• VNTANA will use commercially reasonable efforts to schedule maintenance during weekend hours and to limit it to four hours per month.

This Service Level Addendum (SLA) is incorporated into and governed by the Subscription Services Agreement or equivalent between the parties. Capitalized terms not defined in this SLA have the meanings given to them in the agreement.